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Curo Places Limited (202015480)

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REPORT

COMPLAINT 202015480

Curo Places Limited

6 August 2021


Our approach

Under our early resolution process, the Ombudsman works with the resident and landlord to explore the issues in dispute, identify the matters that remain outstanding and assist in reaching an agreed settlement.

The complaint

  1. The landlord’s response to the resident’s reports of asbestos contained in a fire door.

Determination (decision)

  1. In accordance with paragraph 55 (c) of the Housing Ombudsman Scheme, the landlord has made an offer of redress to the complainant which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.

How the complaint was resolved

  1. The resident is a secured tenant.
  2. In June 2020, the resident reported that there was broken asbestos exposed in a fire door. They raised a formal complaint on 06 August 2020.
  3. In its final response of 16 October 2020, the landlord explained that the door was replaced on 17 July 2020, which was 20 working days after the issue was reported on 20 June 2020. The landlord found the replacement works to be prompt for the period of time they were completed, which was during the Covid-19 restrictions. The landlord explained it had conducted an air test as per asbestos guidance, which showed that the area was not affected by asbestos. It offered an apology and a compensation of £100.00 for lack of communication.
  4. The resident brought the complaint to the Housing Ombudsman on 03 May 2021. The resident explained that they believed that the repair had not been dealt with in an appropriate time as they had reported it earlier than the landlord had stated in its final response. They remained dissatisfied with the landlord’s record keeping, the delays in asbestos testing and the level of compensation.
  5. The resident agreed to participate in the Housing Ombudsman’s mediation process and as a resolution to their complaint were seeking:
    1. Increased offer of compensation of £500.00.
    2. Apology for the experience.
    3. Reassurance that the landlord would respond quicker to health and safety issues going forward.
  6. This Service forwarded the mediation proposal to the landlord on 22 June 2021. On 13 July 2021, the landlord agreed to the proposed resolution.
  7. Paragraph 55 (c) of the Housing Ombudsman Scheme states that:
    1. “At any time, the Ombudsman may determine the investigation of a complaint immediately if satisfied that the member has made an offer of redress following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily. This will result in a finding of ‘resolved with intervention’.”
  8. I am therefore satisfied, following the intervention of this Service, that the landlord has now taken actions to remedy the matters raised which resolve the complaint satisfactorily.

Recommendation

  1. It is recommended that within four weeks the landlord issues a letter of apology, including reassurance that the landlord will respond quicker to health and safety issues going forward, copying this Service in.
  2. It is recommended that within four weeks the landlord make a payment of £500.00 to the resident and send confirmation to this Service.